Hik-Connect Camera not recording on NVR

[MKSteve]

Hi All. This is my first post here as I'm needing help.
I have a Hikvision NVR (DS-7732NI) with 9 cameras recording successfully.
I have a new Hikvision camera (DS-2CD2386G2) which is not recording.
I can see this new Camera on SADP.
I can access the camera over the network with my laptop and can see its configuration and image.
My NVR can see the new camera and I have ‘Added’ it.
On the NVR Camera Menu, the status of the camera is displayed as ‘Unknown Error’.
However, the ‘Device Model’, ‘Serial Number’, ‘Firmware’ and ‘Advanced’ are all blank
Any ideas?
Thanks
Steve

 

[johnfitzy]

Howdy Steve...

Try clicking on the "Status" and "Edit" icons for clues... post screenshots if you don't see anything obvious (also try clicking on the "Edit" icon for a working camera and see if there are differences?):

 

[JB1970]

Full model number of NVR is needed. It's the bit after 'NI' that's relevant to its age. I can see the NVR is running version 3 firmware and my guess is that the NVR doesn't fully support the newer camera that's been added as it's an old model (-SE, -SP):

• The NVR spec possibly doesn't support the 8 megapixel camera you've added
• The NVR possibly doesn't support H265 encoding (that may be set on the camera by default)
• The NVR possible doesn't support the authentication of the camera

You can probably get around all of this by altering the settings in the camera:

• Drop the main stream maximum resolution down to 4 MP
• Change the encoding of main and sub streams to H264
• Change the authentication in the camera from Digest to Digest/Basic

Going forward you might want to think about upgrading the older NVR as you won't get the benefit of the newer cameras capabilities (resolution, H265 decoding, AcuSense etc)

 

[johnfitzy]

The NVR possibly doesn't support H265 encoding (that may be set on the camera by default)

I see on Steve's screenshots "Enable H.265 (For Initial Access)" so the NVR does support H.265.

 

[MKSteve]

Howdy Steve...

Try clicking on the "Status" and "Edit" icons for clues... post screenshots if you don't see anything obvious (also try clicking on the "Edit" icon for a working camera and see if there are differences?):

View attachment 12974

Thanks for your response Johnfitzy.
The STATUS just says 'Unknown Error'
The EDIT is the same as other cameras, as below.
I have changed the IP address since taking the picture below just in case there was some conflict. Have also deleted the camera and re Added it.
Still no success.
Steve

 

[JB1970]

I see on Steve's screenshots "Enable H.265 (For Initial Access)" so the NVR does support H.265.

Some models only had partial support for H265 - the E1 and E2 models from memory. Still, without a full model number and firmware version for the NVR a crystal ball is needed to know whether the new model camera on it's default settings is compatible...

 

[johnfitzy]

Hi Steve... post the full model number and try what JB recommended:

You can probably get around all of this by altering the settings in the camera:

• Drop the main stream maximum resolution down to 4 MP
• Change the encoding of main and sub streams to H264
• Change the authentication in the camera from Digest to Digest/Basic

 

[MKSteve]

Full model number of NVR is needed. It's the bit after 'NI' that's relevant to its age. I can see the NVR is running version 3 firmware and my guess is that the NVR doesn't fully support the newer camera that's been added as it's an old model (-SE, -SP):

• The NVR spec possibly doesn't support the 8 megapixel camera you've added
• The NVR possibly doesn't support H265 encoding (that may be set on the camera by default)
• The NVR possible doesn't support the authentication of the camera

You can probably get around all of this by altering the settings in the camera:

• Drop the main stream maximum resolution down to 4 MP
• Change the encoding of main and sub streams to H264
• Change the authentication in the camera from Digest to Digest/Basic

Going forward you might want to think about upgrading the older NVR as you won't get the benefit of the newer cameras capabilities (resolution, H265 decoding, AcuSense etc)

Thanks for your reply JB1970.
The NVR model is DS-7732NI-I4-16P
As suggested, I have reduced the max resolution,
the video encoding is H.264 on both main and sub-stream
and I have changed the authentication to Digest/Basic.
Without success
Could it be something to do with registration of new camera?

 

[johnfitzy]

Could it be something to do with registration of new camera?

I don't think so because you can see the camera using the web browser.

I can see the NVR is running version 3 firmware and my guess is that the NVR doesn't fully support the newer camera that's been added

What firmware is the NVR running? Maybe it needs to be updated to a newer (or newest) version to support the newer camera?

DS-7732NI-I4/16P(B)

I WOULD WAIT FOR MORE ADVICE FROM @JB1970 BEFORE UPGRADING THIS OLDER FIRMWARE FROM VER 3 TO VER 4... HE'S FAR MORE KNOWLEGABLE ABOUT THIS!

 

[MKSteve]

I don't think so because you can see the camera using the web browser.



What firmware is the NVR running? Maybe it needs to be updated to a newer (or newest) version to support the newer camera?

View attachment 12978

DS-7732NI-I4/16P(B)

I WOULD WAIT FOR MORE ADVICE FROM @JB1970 BEFORE UPGRADING THIS OLDER FIRMWARE FROM VER 3 TO VER 4... HE'S FAR MORE KNOWLEGABLE ABOUT THIS!

I checked the firmware today and it reported it has the latest

 

[johnfitzy]

I checked the firmware today and it reported it has the latest

What version is it? If you are using that "check for latest firmware" button I don't think it has ever worked!

 

[MKSteve]

I checked the firmware today and it reported it has the latest

Johnfitzy - I did use a check for updates button! It certainly was not 4.22. I think it was 3.7
Where can I source 4.22 please?
I have just checked hikvision.com/uk/support/download/firmware/ and DS-7732NI-I4/16P is not listed!

 

[johnfitzy]

Here is a link to the Hikvision UK Portal for firmware for your I Series [76 77 96 NI-I]:

https://www.hikvisioneurope.com/uk/.../04 Back Ends/NVR/01 I Series [76 77 96 NI-I]

I think this is the correct page for your NVR, but I am not sure... and also, I don't think you can just upgrade to the latest version... I think you may need to load some of the earlier V4 firmware's before you load the latest V4.61.030...

We need more experienced help from @JB1970 or one of the administrators here @Dan or @Kyle

You need to be careful, or you can brick/break the NVR!

 

[johnfitzy]

In this thread @Dan details the firmware(s) you need to load:

DS-7608NI-I2/8P should I update Firmware?

 

[JB1970]

Going back to the original issue, the DS7732NI-I4/16P is new enough that it's fine with the 4K resolution, H265 and authentication of the newer model camera so those settings can be put back as they were.

As it's such an old firmware you currently have, updating to the latest (and last) I series firmware is advised and you'll need to go through multiple (but not all) versions to get to the latest one. It's worth clearing the browser history each time to ensure the NVRs web UI loads correctly when there are changes (incorrectly formatted pages, fonts and 'page not found' errors can be experienced otherwise). That's especially critical during the update that transitions from V3 to the first V4 version as the UI is completely different.

 

[MKSteve]

Yes, it is old firmware. Now to check the upgrade process!

Thank you
Steve